Some time ago we introduced the facility to send customers text messages with ticket updates. This has been received very well by customers, and helps us to communicate much more effectively with customers who are having connection issues and such like.
Today sees the introduction of the second phase of our SMS project, which enables customers to reply by text to our responses, and have these responses added to the current open ticket.
This will obviously mean less inconvenience for customers, as they won’t have to get to a ‘phone or alternate internet connection in order to respond.
We are offering this facility for any ticket raised via the Help Assistant, on an opt-in basis.
Please add any feedback to this blog, or head over to our Community forums and let us know what you think.
Regards
Mand.
This entry was posted by Mand on Thursday, March 27th, 2008 at 9:11 am and is tagged with and is posted in the category Customer Support Centre, PlusNet News. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
Sounds like an excellent idea to me, having experience quite long delays on occasions when I had to submit questions (how I hate that word 'ticket' !)
Here at Plusnet we're always trying to use clever open source things to make our lives easier. Sometimes we write our own and make other people's lives easier too!
We sell broadband, phone, VoIP and more to homes and businesses in the UK. Winner of 9 out of 11 Categories in the 2008 USwitch survey. Winner of "Best Consumer ISP" at 2008 ISPA awards. Voted number 1 in the Broadband Choices 2008 survey.
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